Delivery Policy

At Carpet Call, we aim to provide flexible, reliable, and transparent delivery services for our customers across Australia. This policy outlines freight options, timelines, tracking processes, and responsibilities for customers and carriers.

Delivery Costs & Timeframes

• Free delivery Australia-wide
• Delivery Location: Australia only — no shipping to PO Boxes or international addresses.
• Metro areas: We aim to dispatch within 2 business days of order receipt.
• Delivery time: 2 to 17 business days depending on location and stock origin.
• Multiple rugs: Orders may be delivered in separate consignments if shipped from different locations.

Hard Flooring Orders

• Delivery not available.
• Pick up only from state warehouses (available at checkout).
• You will be notified once your order is ready for collection.

Click & Collect (Rugs Only)

• Available at select metro stores in VIC, QLD, NSW, and WA.
• You’ll receive a notification when your rug is ready. Delivery to store may take up to 17 days depending on location.
• Hard flooring pick up is available from designated warehouses only.

Order Confirmation & Tracking

• You’ll receive a confirmation email with a tracking number once your order is dispatched.
• If you haven’t received confirmation within 3 business days, please call (07) 3489 1333.
• You can track your order via the carrier’s website using the link provided in your email. Carpet Call does not warrant the accuracy of third-party tracking systems.

Delivery Requirements

• All orders require a street address for delivery.
• Signature required unless Authority to Leave is granted at checkout.
• If Authority to Leave is selected, Carpet Call is not liable for loss or theft once marked “delivered”.
• Please ensure someone is available at the delivery address between 9am–5pm, Monday to Friday.
• Work addresses are accepted and often preferred for faster delivery.

Missing or Split Deliveries

• Larger orders may be delivered in multiple shipments.
• Ground and air freight may arrive separately.
• Always inspect packages before signing. Do not sign for goods showing exterior damage.

Damaged Goods on Arrival

• If your package appears damaged, refuse delivery and contact Carpet Call on (07) 3489 1333 immediately.
• If accepted and damage is later discovered, notify us within 3 days.
• Take photos and retain all packaging materials.
• Do not return goods yourself — we’ll arrange collection to ensure claims remain valid.

Defective Merchandise

• If your product is defective, contact us on (07) 3489 1333 for return authorisation and instructions.

Thank you for choosing Carpet Call — we’re committed to making your delivery experience as smooth as possible.